Agile Governance as a Predictor of Traffic Management Service Quality: A Quantitative Study of Local Government Technology-Based Public Services in Indonesia

Traffic management systems in Indonesian local governments increasingly rely on technology-based infrastructure such as the Area Traffic Control System (ATCS); however, the governance framework underpinning these systems remains insufficiently examined in the public administration literature. This study investigates the effect of Agile Governance on ATCS service quality in West Bandung Regency, Indonesia, contributing empirical evidence on how adaptive, citizen-centered governance shapes technology-driven public service performance at the sub-national level. A quantitative associative-correlational design was employed, with data collected through a structured questionnaire survey of 437 road users on ATCS-monitored routes. Structural Equation Modeling–Partial Least Squares (SEM-PLS) was used to examine hypothesized relationships between the two constructs. Agile Governance was operationalized through six dimensions—Good Enough Governance, Business-Driven, Human-Focused, Based on Quick Wins, Systematic and Adaptive Approach, and Simple Design and Continuous Refinement—while service quality was measured using the SERVQUAL framework (Tangibles, Reliability, Responsiveness, Assurance, and Empathy). Descriptive results indicated that Agile Governance scored 80.19% (Good), with Simple Design and Continuous Refinement as the highest dimension (81.00%, Very Good), while overall ATCS service quality reached 79.14% (Good), with Responsiveness recording the lowest score (78.56%). SEM-PLS analysis revealed that Agile Governance exerts a positive and statistically significant effect on ATCS service quality (path coefficient = 0.793, t-statistic = 30.869, p < 0.001, R² = 0.629). These findings establish Agile Governance as a robust predictor of technology-based public service quality, with practical implications for local government traffic management policy and public sector governance reform in developing countries.

Agile Governance; Area Traffic Control System; Local government; Service quality; SEM-PLS

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